WFM - Forecasting & Outbound Analyst

Summary

The Job holder is responsible for creating call volume forecasts, calculating staffing requirements, and organizing schedules for contact center operations.

Main Responsibilities

- Provide timely and accurate management information to support the Call Centre Management team in driving efficiency at team and individual agent level.

- Arrange and work with operations team to implement the work schedule of the agents.

- Prepare and provide employees with a working schedule for the business week, incorporating all support requirements (i.e., up-training, coaching,.) as well as forecasting and scheduling assumptions.

- Perform functions like running reports, exporting data, changing agent skills, and activating agent traces.

- Prepare and disseminate timely and accurate reports to operations management and the broader Support Leadership Team and proactively monitors agent calls, efficiency, and availability, and reports deficiencies to operations teams in real-time.

- Monitor and track on the changes to forecast and shift swapping.

- Maintain accurate employee information in WFM and other databases and ensure accuracy and efficiency.

- Create scheduling matrices that ensure achievement of service level, schedule adherence, using projections and/or historical information.

- Perform and follow up a day-to-day dialer management.

- Monitor and follow up all data for outbound campaigns.

- Observe the daily reporting of dialer activity to include all relevant reports e.g. Calling list and campaign.

- Liaise with Shift Managers and Agents to maximize company campaigns.

- Maintain confidentiality in all matters related to work and information.

- Perform any other duties assigned to him/her related to the nature of the work.